You have to sit next to a customer to be able to really understand their pain - Interview with Ben Velker of Edgenet

Today’s interview is with Ben Velker who is Senior Vice President of Growth at Edgenet, a Nashville-based software-as-a-service company that provides industry-leading retailers, distributors, websites and suppliers with the ability to manage and improve their product content. Ben joins me today to talk about how Edgenet has turned around it’s customer service over the last two years, what they have done, how they have done it, why they didn’t go done the ‘more tech’ route and what that has meant for their business and their clients. This interview follows on from my recent interview – Zappos: Customer experience, employee experience, culture and holocracy – Interview with Rob Siefker of Zappos and Zappos Insights – and is number 186 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.